Cancellation Policy

If clients need to cancel Fair Go Access Support Services without sufficient notice, the NDIS cancellation policy is automatically applied.

An insufficient notice cancellation or no show is defined as when there is failure to provide the following:

When a pre-booked support or service eight hours or less and less than $1000, two clear business day’s is required.
In all other cases, five clear business days’ notice is required to cancel a service.

Providers are able to recover 90 per cent of the fee associated with the cancellation of a support activity, when these cancellation timelines are not met by the participant and subject to the terms of the service agreement with the participant.

Refunds for out of pocket costs:

If you cancel an activity we are not obliged to provide a refund, however when possible the Fair Go Access team will attempt to refund activity costs. Each circumstance will be different, and all refunds will be considered and determined based on the time you let us know, our ability to fill your place and whether activities have been pre-purchased.

The list below summarises our commitment to refunds for activity costs:

Cancellation more than 30 days prior to activity: Full refund of activity costs;
Cancellations between 7-30 days prior to activity: Refund of activity costs if we can fill your position or redeem the associated costs; A small administration fee may apply to refunds of activity costs in this timeframe.
Cancellation less than 7 days prior to activity: Activity costs are unlikely to be refunded and will be determined on a case-by case situation.

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